Industry thought leader provides vision for global service transformation at popular industry event
A new global technical services model is enabling highly effective organizations to deliver greater value to customers while reducing costs, growing revenue and increasing margins. That's the message Mike Massey, Worldwide Vice President and General Manager for KODAK Service and Support, will deliver at the Technology Services World (TSW) Conference on Tuesday, Oct. 16, in Las Vegas. Massey will speak from his broad service industry experience spanning Siemens, Xerox, Avaya and Kodak on how to convert to a new global model which improves employee effectiveness, customer satisfaction, and bottom-line results.
"With quickly evolving technology in an ever-changing global marketplace, companies must migrate to a truly global technical services model," said Massey. "Oftentimes, this shift involves changing organizational structure, technology platforms, service processes, service offerings, and go to market, to be successful."
The changes that Massey has implemented to date are based on industry best practices and previously delivered results. These improvements are expected to drive millions of dollars in annual cost savings and margin improvement. In parallel, the customer experience is anticipated to improve, leveraging web-based support to manage requests and direct customers to the right level of support more quickly.
As Worldwide Vice President and General Manager for KODAK Service and Support, Massey has responsibility for Kodak's Technical Services strategy and executing world-class service delivery aligned with Kodak's strategy of profitable revenue growth and customer loyalty. Massey has more than 20 years of experience in the field of product solutions and technical services and has held several leadership roles in service delivery, sales management, marketing, and offer development within the printing, document management, imaging and telecommunications industries.
TSW Service Transformations is a popular industry event featuring high-profile keynote speakers and opportunities to network with senior-level professionals and executives from over 200 companies, many of which share common issues and challenges with shifting customer requirements. Among the topics covered at the event are new business and technology consumption models, the social media revolution and the convergence of consumer and business computing. The conference will be held at the Mirage Resort and Casino in Las Vegas. Massey's session-"Establishing a Global Technical Services Model"-begins Tuesday morning at 8:30 in room Montego D.
Kodak is a global advisor and provider of integrated services to help companies transform and optimize their businesses. Through a network of service professionals in more than 120 countries, Kodak provides technical, professional, consulting and managed services to enable customers to focus on growing their businesses, maximizing productivity, and more effectively managing risks. All KODAK Products and Software are backed by KODAK Service and Support. To learn more, please visit www.graphics.kodak.com/US/en/Services/default.htm.